Research On Customer Relationship Management Of WK Logistics Company

The logistics industry in our country starts late,however,owing to its low threshold,related enterprises competitively enter the industry,but the unpracticed business capability of the enterprises and imperfect management system mislead the public to think the concept of logistics has no difference from the concept of “express delivery”.Under this background,improving the management system of the logistics enterprise is extremely urgent.“Logistics”,as the service industry,naturally should focus on enhancing the service quality and improving the relationship with customers,only in this way can the long-term development of the enterprises be maintained.WK Logistics Company,as a typical service-type enterprise,fully meets with the customer demands and improve the long-term development of the enterprise.Therefore,customer relationship management is very important for an enterprise.It can help enterprises maintain customer relations better,reduce customer churn and improve satisfaction,ultimately maximize corporate profits.This paper is mainly studied from the following contents:Firstly,it introduces the speculative knowledge of customer relationship management about scholars at home and abroad and research status,expounding the concept and model of method terms about customer relationship management;Besides,combining the basic situation of the WK logistics company that is based on the pry,such as sphere of business?customers status?state of operation and so on,raising the problems that exist customer relationship management in WK logistics company,evaluating and subdividing the company's customer value,founding a system of the customers' value assessment,examining and distinguishing the customer who is valuable to company,doing these to provide data supports to manage customers effectively,and analyzing the factors that influence the customer satisfaction in WK logistics company by the way of questionnaire survey,finding out the shortcomings of company;At last,aiming at the problems exist in WK logistics company,raising the approach of improving the relationship between company and customers,and when taking corrective measures,it needs providing relevantguarantee.